Our research does not sit on shelves. We work closely with corporate and field leadership to ensure recommendations turn into action. In addition, our technology offering is optimized for field engagement, helping everyone from unit operators to regional managers identify the key issues, create plans to address, and keep everyone focused on the highest impact initiatives.
Hear From Our Clients
Barbara Williams - Sonic
Linkage
Loyalty only matters if it can directly tie to increased revenue. At SMG, we work with our clients to identify the measures that determine store performance most. Relying on customer and industry benchmark data, we create a unit-level profitability model that directly links customer satisfaction with purchase behavior. As a result, clients understand what operating levers they need to pull to improve financial outcomes.
Technology
The SMG Customer Experience Management Platform™ is an intuitive software solution that enables rapid adoption by field users and offers powerful tools for sophisticated corporate analysts. With a graphical interface depicting performance in near real-time, our technology gives users customized and compelling information that helps answer the question, “What do I do now?”
Process
Implementing a customer experience platform brings a significant amount of change to an organization. But with our experience, we understand how to drive adoption within corporate and franchised organizations. Our implementation programs and ongoing communication initiatives work to engage key stakeholders in a way that unites your company around a common goal: Improvement.
"When you deliver sauce,
people are really satisfied,
you don’t deliver sauce,
people aren’t...
It’s being able to
demonstrate how your
behavior impacts the
consumer perception
and then tie it back
to your profitability."
Larissa Siegel - Burger King